Customer service in banking is a critical part of business success. In a survey conducted by J.D. Power, more than 43% of respondents reported having a “bad” or “very bad” experience with their bank in the past 12 months.
This can be very damaging to businesses. This is the reason why many dissatisfied customers bank elsewhere.
Financial institutions face many challenges in providing quality customer service. Especially due to their complexity and breadth of operations. This is why, in today’s article, we want to shed some light on the top 3 mistakes that banking institutions need to fix in order to achieve success.
Are you interested in knowing about this? Then read on because we will also share with you the best solutions to increase the efficiency of your support team.
Don’t let your bank make these 3 mistakes
As we mentioned at the beginning, it is common for customer service in banks to present greater weaknesses than in other areas of the entity. While all areas of a company are important, customer support should be one of the top priorities.
Customer service team organization is very important to meet the needs in a timely manner. This, while also balancing other areas such as marketing or technology development.
However, customer service teams cannot focus too much on other tasks and must be well organized. Otherwise, they may start to fall short of customer expectations and run into major problems.
To prevent customer service from being your bank’s weakness, don’t let this happen:
1- Not providing personalized attention.
Incorporating personalization into your customer service can help you better understand each customer’s needs and preferences. In addition, when providing banking services to customers, it is important to remember that each customer is an individual. This means that customer service in banking should be tailored to each person’s needs.
Using artificial intelligence (AI) or machine learning on your website and mobile apps can help deliver more personalized experiences.
For example, let’s say you’re a Bank of America customer. You open the App and find a message that says, “Welcome, John! How can we help you today?” This is a much more personal experience than the generic “Welcome to Bank of America” message that everyone sees.
But that’s just a small example of what AI can do! With artificial intelligence, customer service in banks can provide a useful tool. It can help all users to track their spending patterns. And with it some recommendations on how to save money.
2- Limited communication channels and isolated strategies
Ultimately, today’s customers are more demanding than ever and want immediacy. One of the most common mistakes is the long waiting times a customer has to spend before being able to solve their problem.
80% of consumers are more likely to stay with a company that offers more personalized experiences. And how can you achieve this? By unifying channels and strategies.
Banks are very large organizations and this task would be impossible with human resources alone. Fortunately, technology is at everyone’s fingertips. With it, we can optimize 100% the fulfillment of objectives. In addition to providing a more satisfactory customer service experience in banks.
Software like Freshdesk Omnichannel is the perfect solution to the customer service problems that banks present. Its omnichannel strategy allows you to centralize information and have all your support conversations in one place. With this, you can implement strategies that cover all communication channels.
3- No control of the support team’s performance
Really, if we want a better customer service area in banks, it is important to measure and control the performance of each employee. With the number of requests that come in and the work that is required, it is difficult to identify the individual performance of each customer service member.
There are many strategies that can be applied in this regard. But the most effective is always to rely on technology tools. If you have a large support team, including a help desk allows you to collect information directly from requesters. Through this data, you can generate reports in which you can see the errors and successes of each one. In this way, you can create strategies to promote the performance of your team.
In conclusion, to avoid problems, companies should invest time and resources in the customer service area. Also, it is important to ensure that all departments are working towards improving the customer experience.
By doing so, your financial institution will be able to deal with any problems that arise. And, in addition, deliver the superior level of service that today’s competitive landscape demands!
So, if you want to know how to optimize and modernize your customer service team with Freshdesk Omnichannel, contact us now to get the best attention and advice with no obligation! GB Advisors is ready to guide you step by step in whatever you need.
